File a Claim

In the sections that follow, you will find helpful information regarding the claims filing process for various types of benefits. Clicking on the links will take you to information such as claims filing instructions, printable claim forms, and examples of certain required documentation.

The claims process varies for different types of products. Therefore, processing times will vary and it may be necessary for us to request additional information in order to process your claim.

PLEASE NOTE:

Due to confidentiality, claims cannot be accepted through our website or by email. Claims must be mailed or faxed directly to our Claims Department.

For any policy less than 2 years old, the claim may be subject to further review.

Health Insurance Claims

Cancer Screening (Early Detection), Healthy Heart, or Wellness Claim

No claim form is necessary. Simply send us the bill, receipt, or the report/results you received for the screening or test that contains the patient's full name, a description of the service and the date of service. Include the Policyowner's/Certificate holder's full name and policy/certificate number. For covered children, please also include their date of birth.

Please do not send any Explanation of Benefits (EOB) forms from other insurance companies as we are not able to use these to process claims.

Please mail or fax the completed documentation to the following address:

If a Pathology Report is not available due to a clinical diagnosis of cancer, please include copies of all applicable medical records confirming the positive cancer clinical diagnosis and treatment. Examples of medical records include reports indicating the results of a CT scan, ultrasound or an MRI, and consultation reports verifying the cancer diagnosis and treatment.

For filing cancer treatment claims after the First Occurrence claim has been processed (e.g., surgery, chemotherapy/radiation treatments, hospital stays, etc.), please submit copies of the following if applicable:

Complete, itemized hospital bill

Physician bills

Surgery bill from the surgeon/physician’s office and the corresponding pathology report for each surgery (the bill should include the 5 digit CPT procedure code)

Itemized chemotherapy/radiation bills and pharmacy/prescription bills/receipts (these should include the patient's name, drug name and charges/costs, and the dates of each treatment or the date the prescription was filled)

Any other itemized bills (see below for examples)

The printable claim form (for inpatient hospitalizations). Complete the Patient/Claimant section and have your physician complete the Physician Statement.

Please also include a copy of the 1500 HEALTH INSURANCE CLAIMS FORM or UB-04 form (only associated with hospital visits) and any itemized medical bills you would like to have considered for payment. These forms are completed by and obtained from the provider in which the treatment was sought. The form numbers can be found at the bottom of the page. The following examples are for illustration only.

For transportation claims, complete the printable travel log. Include copies of all applicable itemized bill(s) and consultation report(s).

Please do not send any Explanation of Benefits (EOB) forms from other insurance companies. We are not able to use these documents to process claims. Itemized bills are required to process claims and are available from the providers of service.

Please mail or fax the completed documentation to the following address:

Family Heritage Life Insurance Company of America

Attn: Claims Department

P.O. Box 470608

Cleveland, OH 44147

Fax: (440) 922-5152

Please note: We will examine each covered person(s) for our consideration of each person(s) pending claim. If at any time during the review of your claim we find that we need additional information, we will notify you in writing.

To submit an accident claim, please complete the printable claim form. Complete the Patient/Claimant section and have the physician complete the Physician Statement.

If you are not able to have this form completed and signed by a physician, a copy of the complete medical records (available from the medical facility) indicating the cause and treatment of the accidental injury must be submitted. Please do not send patient discharge instructions.

Applicable medical records/reports for any other benefits that may apply (dismemberment, paralysis, dislocation, concussion, coma, etc.). Please refer to your policy for specific benefits as these may vary.

Original, certified death certificate, autopsy and coroner’s reports, news articles/reports, and any other supporting documentation (for accidental death claims)

Any other itemized bills (see below for examples)

Please include a copy of the 1500 HEALTH INSURANCE CLAIMS FORM or UB-04 form (only associated with hospital visits) and any itemized medical bills you would like to have considered for payment. These forms are completed by and obtained from the provider in which the treatment was sought. The form numbers can be found at the bottom of the page. The following examples are for illustration only.

Please do not send any Explanation of Benefits (EOB) forms from other insurance companies. We are not able to use these documents to process claims. Itemized bills are required to process claims and are available from the providers of service.

Please mail or fax the completed documentation to the following address:

Family Heritage Life Insurance Company of America

Claims Department

P.O. Box 470608

Cleveland, OH 44147

Fax: (440) 922-5152

Please note:
For accidental death claims, the original, certified death certificate is required and must be submitted by mail.

If at any time during the review of your claim we find that we need additional information via medical narratives or a police report etc., we will notify you in writing.

The benefit for an accidental bodily injury is payable to an insured as long as the covered treatment is received within the specified timeframe as defined by the policy. ALWAYS REFER BACK TO YOUR POLICY FOR FURTHER INFORMATION REGARDING BENEFIT QUALIFICATIONS.

Please complete the printable Claim Form. Complete the Patient/Claimant section and have the physician complete the Physician Statement.

Please also include a copy of the complete, itemized hospital bill or UB-04 form and any ambulance bills you would like to have considered for payment. These forms are completed by and obtained from the provider in which the treatment was sought. The form numbers can be found at the bottom of the page. The following examples are for illustration only.

If the hospital stay was due to a motor vehicle accident, please also include any applicable alcohol, toxicology, and police reports.

Please do not send any Explanation of Benefits (EOB) forms from other insurance companies. We are not able to use these documents to process claims. Itemized bills are required to process claims and are available from the providers of service.

Please mail or fax the completed documentation to the following address:

Please complete the printable claim form. Complete the Patient/Claimant section and have the physician complete the Physician Statement.

Please also submit the medical records verifying the date that the heart disease, heart attack, or stroke was diagnosed. Examples of documentation include a catheterization report, reports confirming stress test results, hospital admission/discharge summaries/notes, or MRI/CT scan reports. These reports can be obtained from the physician/surgeon that provided the service, or directly from the facility’s medical records.

Please also include a copy of the 1500 HEALTH INSURANCE CLAIMS FORM or UB-04 form (only associated with hospital visits) and any itemized medical bills you would like to have considered for payment. These forms are completed by and obtained from the provider in which the treatment was sought. The form numbers can be found at the bottom of the page. The following examples are for illustration only.

Please do not send any Explanation of Benefits (EOB) forms from other insurance companies. We are not able to use these documents to process claims. Itemized bills are required to process claims and are available from the providers of service.

Please mail or fax the completed documentation to the following address:

Family Heritage Life Insurance Company of America

Claims Department

P.O. Box 470608

Cleveland, OH 44147

Fax: (440) 922-5152

Please note: We will examine each covered person(s) for our consideration of each person(s) pending claim. If at any time during the review of your claim we find that we need additional information, we will notify you in writing.

Please complete the printable claim form. Complete the Patient/Claimant section and have the physician complete the Physician Statement.

Please also include a copy of the complete, itemized hospital bill or UB-04 form (only associated with hospital visits) you would like to have considered for payment. These forms are completed by and obtained from the provider in which the treatment was sought. The form numbers can be found at the bottom of the page. The following examples are for illustration only.

If the hospital stay was due to a motor vehicle accident, please also include any applicable alcohol, toxicology, and police reports.

Please do not send any Explanation of Benefits (EOB) forms from other insurance companies. We are not able to use these documents to process claims. Itemized bills are required to process claims and are available from the providers of service.

Please mail the completed documentation to the following address:

Family Heritage Life Insurance Company of America

Claims Department

P.O. Box 470608

Cleveland, OH 44147

Fax: (440) 922-5152

Please note:We will examine each covered person(s) for our consideration of each person(s) pending claim. If at any time during the review of your claim we find that we need additional information, we will notify you in writing.

The claims process varies for different types of products. Therefore, processing times will vary and it may be necessary for us to request additional information in order to process your claim.

If the policy has been in force less than one year, the claim will be subject to further review. For any policy less than two years old, the claim may also be subject to further review. This will increase the processing time.

Once my claim has been processed, how long will it take to receive my check?

Typically, you will receive your check within 10 – 15 business days from the time your claim was processed and all required information has been received. If you haven’t received your check within 30 days of the date your claim was processed, please contact our Claims Department at (440) 922-5151.

My policy has been in force less than two years, how can I expedite the processing time for my claim?

The process can be expedited by providing itemized medical billing statements and completing all necessary portions of the claim form and any authorization forms that are required.

Why do we request additional information on claims that are less than two years old?

As with most insurance companies, claims submitted on policies that have been in effect less than two years require a more detailed examination.

What is the difference between a UB-04 and a 1500 Health Insurance Claim Form?

A UB-04 is typically a summary associated with hospital stays. A 1500 Health Insurance Claim Form is normally associated with clinic or physician visits. These forms are completed by and obtained from the provider in which the treatment was sought. The form numbers can be found at the bottom of the page.

Why do we require both a UB-04 and itemized medical billing statements?

The UB-04 has information on it that is not always on the itemized medical billings or other summaries, i.e. diagnosis and procedural codes.

Many times the UB-04 or 1500 Health Insurance Claim Form will include diagnosis codes; however, these codes are not always fully descriptive of why the visit to the ER or physician took place. Medical records from those visits are helpful as they go into more detail of the observations and conversations that took place during the diagnosis and treatment of the injury. You can request a copy from the treatment facility.

Life Insurance Claims

Life Claim Filing Instructions

Please accept our condolences for your loss. We aim to make the claims process as efficient and expedient as possible.

For policies less than 2 years old, complete the printable claim form in its entirety. For policies more than 2 years old, complete sections 1, 2 and 4 of the claim form. All the applicable sections will need to be filled out as completely and accurately as possible.

Please mail the completed forms, along with the original Certified Death Certificate (including cause and manner of death), the obituary (if available),the original policy, and any other supporting documentation.

Family Heritage Life Insurance

Claims Department

P.O. Box 470608

Cleveland, OH 44147

For accidental death claims and claims where the manner of death is homicide, please also include the following:

Autopsy, alcohol, toxicology, and police reports

A certified copy of the coroner’s report

Newspaper accounts and articles

Once all the required documents are received, they will be reviewed and the claim will be processed. If the claim requires further investigation, additional documents may be requested and the claim will be processed after the investigation has been concluded.

If you have questions or need assistance with filing your claim, please contact our Life Insurance Claims Line at (440) 922-5160.

Life Claims FAQs

How long does it take to process a claim?

If the policy has been in force for longer than two years, it is considered “Incontestable,” which means it will be paid when all of the required documents are received and examined.

If the policy has been in force less than two years, it is considered “Contestable” and will be subject to further review, which could increase the processing time.

For more information about the claims filing process, visit the Life Claim Filing Instructions.

Once my claim has been processed, how long will it take to receive my check?

Typically, you will receive your check within 10 - 15 business days from the time your claim was processed. If you haven’t received your check within 30 days of the date your claim was processed, please contact our Life Insurance Claims Line at (440) 922-5160.

My policy has been in force less than two years, how can I expedite the processing time for my claim?

The process can be expedited by completely and accurately completing all necessary portions of the claim form, including listing in Section 3 all known medical providers who treated the insured in the last 5 years.

I’m filing a claim for accidental death benefits, how can I expedite the processing time?

All accidental death benefits, regardless of how long the coverage has been in force, will be investigated to ensure the death meets the criteria of an accident as defined in the policy.

The process can be expedited by providing copies of the following documents along with the completed claim form, the original certified death certificate (including cause and manner of death) and a copy of the obituary (if available):

Autopsy, alcohol, toxicology, and police reports

A certified copy of the coroner’s report

Newspaper accounts and articles

I’m filing a claim where the manner of death of the insured was homicide, how can I expedite the processing time?

All claims where the manner of death is homicide will be investigated.

The process can be expedited by providing copies of the following documents along with your completed claim form, the original certified death certificate (including cause and manner of death), and a copy of the obituary (if available):

Autopsy, alcohol, toxicology, and police reports

A certified copy of the coroner’s report

Newspaper accounts and articles

How do you determine who to pay?

The application includes a section where the beneficiary is designated. Also, through the life of the policy, the insured may elect to change the beneficiary. These changes are recorded in our computer system.

Why Family Heritage Life?

FHL At-A-Glance

Supplemental health and life insurance available through in-home sales

Licensed in 49 states

Headquartered in Cleveland, OH, with executive offices in McKinney, TX